Fiery Crab Juicy Seafood — Restaurant in Rock Hill

Good afternoon, I was a loyal customer of Fiery Crab and raved about this restaurant to my entire department as well as family. Almost all of my comrades now frequent Fiery Crab as a response to my boasting about this establishment. Customer service was always efficient, and Michael made sure to swiftly reconcile any mistakes with orders. Unfortunately, after the experience I have had with Fiery Crab these past two days I can no longer support this establishment or recommend it to anyone. I placed an order for 1pound of crabs and was missing a cluster of crabs this is NOT the first time I was missing a cluster as I said I’m a regular, sometimes stuff happens. The difference is the previous time Michael has rectified the situation by giving me even double or remaking the order for me. I called Fiery Crab to let them know it was a mistake, I had my receipt, and was willing to drive there to bring my receipt and pick up my crabs even though I had them delivered. The person who answered the phone asked me to read my receipt, give them the time of pick up, and my name a multitude of times before she said yes it was a mistake. I am steadily getting put on hold over 20 minutes and are asked the same questions just for her to tell me that no cook at the time was WILLING to fix my order and to call back the next day this was at 8:48pm (they close at 10). I was taken aback but I said okay because of the time I wanted to be understanding and said I will call back tomorrow. I called back today and asked to speak directly to the manager. I explained the situation to the manager Selena by informing her of who I talked to and what happened. Selena also put me on hold after asking the same questions, comes back to the phone. and say her cooks said the order was complete and I had two clusters. I reiterated that the order was not complete I paid $43.99 and only received one broken cluster of crabs and a half lb of shrimp. I let her know I know a pound has 2 clusters and if I could speak to Michael because the cooks confirmed last night it was a mistake and to call back today to get it resolved. Selena the manager proceeds to tell me I am wrong, and the cooks completed the order and its nothing she could do for me. She even adds that if I been spending $43.99 for 1 lb of snow crab and a half of pound of shrimp that I’ve been wasting money because it’s a $43.99 deal that I can get next time with way more food. There will not be a next time, I would not recommend this establishment to anyone the food tastes great, but the customer service is what really kept me a loyal customer. During these times we do not have money to waste on establishments who do not value our money or time I spent a total of an hour on the phone both days trying to get something that I ALREADY paid for. -Taniyah...

Secret Shopper Review:

If I could give this place a negative star for poor service I would. If you are ordering "To Go" and use to your food being ready at time of arrival do not expect that service at this establishment. The only reason I gave this business a 1 Star is because of the server and the cashier. I watched the server clean tables and coordinate between new tables. Her service alone I would rate as a 5. If you are dining in you will be in good hands with her. The cashier does a good job managing customers. I gave her an attitude to see how she would deviate and I would give a 5 star for how she remained calm and provided assurance.

Now, here is the Con: When asked why the food takes so long I was advised because the kitchen does not start making the food until you arrive. Typically how "To Go" food works you order and expect your food to be done with a reasonable amount of time. I placed an order at 7:00pm and arrived at this business at 8:49pm. The kitchen JUST STARTED making to go orders. I am unclear as to the purpose of making any customer wait over 2 hours but it's a terrible strategy to keep returning customers and really to earn more revenue in general. If an order is placed and is complete a phone call should be given to the customer to advise this, not just waiting until they arrive to make there wait longer. Keep in mind there was less then 7 people dining in.

Unfortunately, I am not sure who owns this business (as of yet) but they should probably stop in and check on there kitchen staff or hire better ones who value customers. There was guy who sat at the booth upon entering who I assumed went in the back to help but upon watching him he went in the back to talk on the phone. Sad part about this is the food is good but we live in a day and age where if the customer doesn't feel valued for time or money then the money will not be given. I truly hope the owner reads this review thoroughly and provides some sort of guidance to the terrible service given. This place could be slammed but the service is just extremely bad.

The 1 Star was given for the server working extremely hard and the cashier/bartender doing her job well. Besides these 2 positives everything about this experience was bad.

This review will be submitted to corporate for review. Best of Luck to...

My husband and I came to your restaurant today (in spite of the terrible reviews we read) and I must say I was highly disappointed. Our journey began with your handicapped access. The ramp from parking lot to sidewalk is more curb than ramp making it difficult to use. The door closest to the handicapped parking area has a sign instructing you to the door on the other side of the building. Quite a walk for a handicapped person. When we stepped inside the bartender? Was leaning on the bar and the hostess was on the phone. Then we were seated and the hostess returned to her phone call as she walked off. There were 4 customers in the whole place. When our waitress finally appeared we ordered our drinks and told her we needed a minute before ordering. Menu is hard to understand and repetitive. She took us seriously. 15 minutes later she comes to take our order. I asked for the crab cake lunch special to which she replies that's not available on Saturday. Ok. No crab cakes any where else on the menu. She informed me I can have the appetizer crab cakes they just don't come with a side. Same price... No side. She never asked if I would like to add a side so I chose not to. Loss of $4. My husband then ordered the clam soup. She came back and told us there is no clam soup. Great. Now I'm ready to leave. I had asked what was on the shrimp poboy and couldn't believe my ears. Where in Louisiana do they put honey mustard, Mayo and ketchup on a poboy??? Come on people... Mayo, ketchup, lettuce, tomatoes, hot sauce and pickles. Go to N.O. once Hubby doesn't eat and I await the delicious Louisiana crab cakes. What I receive is the stuffing that goes in Deviled crab shaped into a cake form. Tasted like a frozen crab cake I can buy at the grocery store. No lumps of crabmeat just mush that really had no crab flavor whatsoever. I scrape off the fried parts and leave the mush and now I'm still hungry, my husband didn't get anything and had to work to get in there, I'm not happy with my experience and it cost me $20 for mush, 2 teas and the tip. DEFINATELY NOT WORTH THE TRIP!! Next time I'll listen to the...